Frequently Asked Questions (FAQ)

1. General Questions

Q1: What is Aromagic?
Aromagic is a Germany-based online store offering a curated range of products. Our focus is on quality, reliability, and customer satisfaction. We serve multiple EU countries, including Germany, Austria, Belgium, Denmark, France, Italy, Luxembourg, the Netherlands, Poland, Spain, the Czech Republic, and Finland.

Q2: Where are you located?
We are registered at:
Aromagic
Ollenhauerstr. 5, 81737 Munich, Germany
Email: support@aromagicsamples.com

Phone: +49 160 6316267

Q3: How can I contact customer support?
You can reach us via:

2. Products & Availability

Q4: How do I know if a product is in stock?
Our product pages display real-time stock availability. Occasionally, stock may be limited due to high demand. We reserve the right to limit quantities or discontinue products without notice.

Q5: Do you offer product customization?
Some products may have customization options. These items are clearly marked. Please note that personalized products cannot be returned unless defective or incorrect.

Q6: Are product images accurate?
Product images are for illustration purposes. Minor variations in color, size, or packaging may occur due to supplier updates or display differences.

3. Orders & Checkout

Q7: How do I place an order?

  1. Select the desired product(s) and add them to your cart.
  2. Provide accurate billing and shipping information.
  3. Choose a payment method and complete the checkout.
  4. You will receive an order confirmation email once the order is successfully processed.

Q8: Can I modify or cancel my order?

  • Orders can be canceled or modified within 12 hours of placement.
  • If already shipped, the order must follow our Return & Refund Policy.
  • Bulk or wholesale orders may have special conditions. Contact support immediately for assistance.

Q9: What payment methods are accepted?
We accept:

  • Visa
  • Mastercard
  • Maestro
  • American Express
  • UnionPay
  • Klarna
  • Bancontact
  • EPS
  • Apple Pay
  • Shop Pay
  • PayPal
  • Google Pay

All payments are processed securely via PCI-DSS compliant gateways.

4. Shipping & Delivery

Q10: Which countries do you ship to?
We ship to Germany, Austria, Belgium, Denmark, France, Italy, Luxembourg, the Netherlands, Poland, Spain, Finland, and the Czech Republic.

Q11: How much is shipping?

  • Germany: €4.99 for orders under €60, free over €60
  • Rest of Europe: €10.99 for orders under €90, free over €90

Q12: How long does delivery take?

  • Handling time: 1–2 business days (Monday to Friday)
  • Germany: 2–3 business days (Monday to Friday)
  • Rest of Europe: 4–6 business days (Monday to Friday)

Tracking information is provided within 24–48 hours after shipment.

Q13: What should I do if my order is delayed?
Check your tracking link first. If delays exceed the expected delivery time, contact us at support@aromagicsamples.com. We will coordinate with the courier for a resolution.

5. Returns & Refunds

Q14: What is your return policy?

  • Return Window: 30 days from delivery
  • Refund Time: 10 business days (Monday to Friday) after we receive and inspect the item
  • No Restocking Fees

Q15: How do I initiate a return?

  1. Contact support at support@aromagicsamples.com with your order number.
  2. Wait for approval and return instructions.
  3. Ship the item using a trackable service to:
    Aromagic, Ollenhauerstr. 5, 81737 Munich, Germany

Q16: Who pays for return shipping?

  • Customers pay unless the item is defective, damaged, incorrect, or missing, in which case Aromagic covers the cost.

Q17: Are all items eligible for return?

  • Must be unused, unopened, in original packaging, and with proof of purchase.
  • Exceptions: Personalized/customized items, hygiene-sensitive items once opened, or promotional items.

6. VAT & Pricing

Q18: Are prices inclusive of VAT?

  • For Aromagic (Germany), under §19 UStG (Small Business Regulation), no VAT is charged or displayed.
  • Prices are shown in Euros (€) and include all applicable costs.

Q19: Are there any additional taxes or duties for EU shipping?

  • For EU shipments, there are generally no additional customs duties.
  • Customers are responsible for compliance with local import laws if shipping outside Germany.

7. Account & Security

Q20: Do I need an account to order?

  • No, you may check out as a guest.
  • Creating an account provides faster checkout, order tracking, and access to order history.

Q21: How do I secure my account?

  • Use a strong, unique password
  • Keep login credentials private
  • Notify us immediately if you suspect unauthorized access

8. Privacy & Data Protection

Q22: How is my personal data used?

  • For order processing, payments, delivery, and customer support
  • For marketing communications only if you provide consent
  • To comply with legal obligations (VAT, tax, accounting)

Q23: Who has access to my data?

  • Trusted service providers like payment processors and logistics partners
  • Internal staff only when necessary for order fulfillment
  • Aromagic does not sell or rent your personal information

Q24: How can I exercise my data rights?
You have rights under GDPR: access, rectification, erasure, restricted processing, data portability, and withdrawal of consent.
Contact: support@aromagicsamples.com

9. Fraud & Security

Q25: How do you protect against fraud?

  • Orders undergo automated and manual fraud checks
  • Suspicious activity may result in temporary holds or verification requests
  • Aromagic reserves the right to cancel fraudulent or high-risk orders

Q26: How can I safely make payments?

  • All payments are processed via PCI-DSS compliant providers
  • We never store full card numbers on our servers
  • Use secure devices and networks when making payments

10. Legal & Compliance

Q27: What laws apply to Aromagic?

  • German Law
  • EU Consumer Rights, GDPR, and BDSG
  • Applicable EU directives on e-commerce, distance selling, and online dispute resolution

Q28: How are disputes resolved?

11. Additional Information

Q29: How can I stay updated on Aromagic products and policies?
Subscribe to our newsletter (with consent) or regularly check our Website.
We communicate changes transparently, including Shipping Policy, Return Policy, and Terms of Sale.

Q30: Do you offer sustainable packaging?
Yes, we aim to minimize packaging and use recyclable materials whenever possible.